BPO Operations Management

WOW Softech; Gurugram District; On-site; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Salary incentives

Career progression

Leadership training

Job summary

WOW Softech is seeking an experienced Operations Leader to manage the US First-Party Collections team from our Gurgaon office. You will drive SLAs, KPIs, and revenue targets while coordinating with WFM and dialer teams to optimize performance.

The role demands strong leadership, coaching, and compliance with US regulations (FDCPA, TCPA, FCRA, CFPB). You will regularly present data-driven insights in client reviews and foster a results-driven culture.

Qualifications

• Bachelor's Degree in Business Administration, Finance, or a related field (preferred).
• 5+ years of experience in BPO Operations Management, with at least 3 years leading US First-Party Collections or AR portfolios.
• Proven track record managing teams of 50–100+ headcount (including Team Leaders).

Responsibilities

• Oversee daily operations of US First-Party Collections to meet SLAs and KPIs.
• Lead, mentor, and develop Team Leaders, QA, and agents to improve productivity.
• Ensure compliance with FDCPA, TCPA, FCRA, CFPB and conduct regular compliance audits.
• Maintain strong client relations and participate in business reviews with US client.

Skills

Leadership

Data analysis

English communication

Negotiation

Education

Bachelor's degree in Business Administration/Finance

Tools

Five9

Genesys

Avaya

Noble

CRM/Collection software

Job description

Role & responsibilities

1. Operational Excellence & Performance Management

• Oversee daily operations of the US First-Party Collections team to ensure all service level agreements (SLAs), Key Performance Indicators (KPIs), and liquidation targets are consistently met or exceeded.
• Monitor and analyze key operational metrics including Roll Rates, Cure Rates, Dollar Recovery, Average Handle Time (AHT), and Abandonment Rates.
• Partner with the Workforce Management (WFM) and Dialer teams to optimize dialing strategies, list penetration, and agent utilization.

2. Leadership & People Development

• Provide direct leadership, mentorship, and guidance to Team Leaders, Quality Analysts, and Customer Care/Collection Agents.
• Conduct regular performance reviews, identify training gaps, and implement targeted coaching plans to improve agent productivity and reduce attrition.
• Foster a positive, high-energy, and collaborative team culture built on accountability and continuous improvement.

3. Compliance & Quality Assurance

• Ensure 100% compliance with US federal and state collection laws, including FDCPA, TCPA, FCRA, and CFPB regulations.
• Collaborate with the Quality Assurance (QA) team to monitor calls, ensuring that agents balance recovery efforts with excellent brand representation and zero tolerance for compliance breaches.
• Lead regular compliance audits and implement corrective action plans where necessary.

4. Client & Stakeholder Relations

• Serve as the primary operational point of contact for the US client, participating in daily, weekly, and monthly business reviews (MBRs/QBRs).
• Proactively identify process bottlenecks and present data-driven solutions or strategic recommendations to both internal leadership and client stakeholders.

Candidate Profile & RequirementsEducation & Experience

• Bachelors Degree in Business Administration, Finance, or a related field (preferred).
• 5+ years of experience in BPO Operations Management, with at least 3 years of dedicated experience managing US First-Party Collections or Accounts Receivable (AR) portfolios.
• Proven experience managing a team size of at least 50100+ headcounts (including Team Leaders).

Technical & Functional Skills

• Deep understanding of US Collections Compliance (FDCPA, TCPA, etc.).
• Strong proficiency in modern call center technology, including Dialer platforms (e.g., Five9, Genesys, Avaya, Noble) and CRM/Collection software.
• Exceptional data analysis skills; ability to translate complex spreadsheets into actionable operational strategies.

Soft Skills & Work Dynamics

• Excellent verbal and written communication skills in English, with a strong ability to interact confidently with US-based clients.
• Strong negotiation, conflict resolution, and decision-making capabilities.
• Flexibility to work US shifts (Night Shifts) to align with the client's operational hours.

What We Offer

• Competitive base salary with lucrative performance-based incentives.
• Clear career progression paths within a rapidly growing global BPO organization.
• Continuous executive leadership training and professional development.

Best Regards,
Kind regards,

Aman
Phone: [phone]
Email: [e-mail]